Interaction: Internal & Clients (All Levels)
Reports to: Director of Strategic Accounts
Levels: Mid-career, Senior
Location: Seattle, WA

This Engagement Manager will be based in Seattle, WA and will own the relationship between Omniture and one of Omniture’s most strategic clients. The Engagement Manager will act as the project manager for the client’s SiteCatalyst implementation and initiatives and manage a team of Omniture personnel supporting the client. Engagement Managers are usually technology-savvy individuals who work directly with our clients to understand business, technical, and reporting requirements and to develop solutions to ensure success. This position includes all of the following aspects:

• Project management
• Relationship management
• Strategic consulting
• In-depth knowledge of client website, business model, and online marketing strategy.
• Frequent interaction with client employees including Directors and VP’s of Fortune 100 companies
• Extensive experience in
• Internet and online marketing
• Website analysis
• SiteCatalyst product
• Product and technical support
• Corporate training
• Client presentations

RESPONSIBILITIES:

• Responsible for overall project success and client satisfaction
• Assist client with defining solutions to strategic SiteCatalyst business objectives and initiatives
• Daily account and client relationship management
• Help clients expand their usage of SiteCatalyst and other Omniture products and drive user adoption
• Assist clients in realizing and recognizing their ROI from SiteCatalyst and other Omniture products and services
• Manage all Omniture resources assigned to support the client
• Act as the liaison between all Omniture departments engaged on behalf of the client
• Make sure clients know how to find all the answers they need, identifying needs for account customization and further implementation where applicable
• Assist clients in realizing and recognizing their ROI from SiteCatalyst
• Identify needs and opportunities for additional professional services, implementation, analyst services, and training
• Manage all custom development and professional service requests
• Constant communication with clients throughout the contract lifecycle, escalating important issues where needed
• Maintain client contact and daily status updates for all outstanding issues
• Manage client expectations appropriately
• Monitor and ensure the timely and sufficient resolution of all client issues, bugs and requests
• Meet frequently with client project leadership to discuss project progress, special initiatives and issues and to communicate critical updates
• Create service orders and contract addendums, get necessary customer signatures, and communicate with accounting department
• Fully understand customer requests, document them, and assign appropriate resources for fulfill the requests

• Excellent work ethic and leadership skills
• Must be self-motivated, team-oriented, very responsible, and passionate about exceeding client expectations
• Knowledge of and experience with web analytics and web measurement technologies
• Understanding of enterprise internet business models and online processes, terminology, concepts and strategies
• Working knowledge of how the internet and web sites work.
• Exceptional organizational, presentation, and communication skills – both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations
• Extensive knowledge of Microsoft Office, email, and how the Internet and websites work
• Strong understanding of HTML, JavaScript, and web protocols
• Bachelor’s degree

SPECIAL CONSIDERATION GIVEN FOR:

• Master's degree or other advanced education
• Demonstrated exceptional customer skills from previous employment
• Prior account management and/or project management experience with Fortune 500 clients
• Prior experience with customer support in a software company
• Consulting experience

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